Accuracy | Atmosphere |
Attention to detail | Comfort |
Communication clarity | Consistency |
Convenience | Customization |
Deeply meaningful experiences | Ease of self-service |
Ease of use | Effectiveness |
Efficiency | Elements of culture & tradition |
Emotional resonance | Escapism |
Ethical considerations | Experiences perceived as good for people & planet |
Experiences perceived as healthy | Fairness |
Flexibility | Freedom of choice & action |
Fun & engaging experiences | Graphic designs |
Helpful service | Interior designs |
Intuitiveness | Lack of errors, mistakes & defects |
Learning & growth | Nature experiences |
Novelty | On-time performance |
Opportunities for creative expression | Opportunities for feedback |
Performance | Personal attention |
Personalization | Professionalism |
Realism | Reliability |
Respect | Responsiveness |
Safety | Security |
Sensation | Smell |
Social environment & experience | Social status |
Sound & music | Speed of service |
Storytelling | Stress relief |
Style | Surprise & delight |
Taste | Time-savings |
Transparency & information sharing | Trust & mutual respect |
Value | Visual appeal |
Customer Service
The quality of person-to-person interactions between customers and your employees.Environments
The character and atmosphere of physical environments. For example, a lively restaurant with an interesting decor.User Interfaces
The quality of user interfaces such as a website, app or game. For example, an app that is intensely engaging and useful.Communication & Information
The quality of your communications. For example, a theme park that clearly communicates how things work so that visitors don't end up lost and confused.Processes & Activities
The quality of customer-facing processes and activities. For example, a theme park with long lines for attractions versus a system of reservations.Delivery
Delivery to commitments and expectations. For example, a telecom company that fixes a technical problem within a reasonable amount of time.Adaptability
Services that adapt to situations as opposed to applying rigid policies that don't always make sense.Empathy & Tailoring
Services that adapt to individual needs, personality, situation and mood. For example, a waiter who senses that one customer wants frequent service while another is engaged in conversation and would prefer less service.Reliability & Consistency
An experience that is pleasantly reliable and consistent such as a train that is on time 99.9% of the time.Competence & Diligence
Employees who are competent and diligent. For example, a doctor who is clearly knowledgeable, conscientious and methodical.Image & Identity
The extent to which customers identify with an experience. For example, a fan of a sports team who views the team's success with a sense of personal involvement.Engagement
Experiences that are engaging such as a concert that is intense.Risk
Risk related elements of experience such as safety and security. For example, an amusement park that feels safe.Tangibles
The tangible elements of an experience such as the quality of food on a flight.| Overview: Experience Quality | ||
Type | ||
Definition | The value of an experience to customers. | |
Related Concepts | ||
